CLAIM

1. DEFINITION OF CLAIM

A claim is understood as the written declaration of dissatisfaction addressed to an Insurance Intermediary by a person who is the recipient of the services of the Insurance Intermediary, as specified in articles 2 para. 3 and 7 of law 190/2006. Claims do not include notices of demands or compensation requests, nor mere requests related to contract execution and provision of information or clarifications.

The Claimant is defined as the person who is considered to have the prerequisites to raise a claim for examination by an insurance intermediary and who has already submitted a claim, such as the contracting party, the insured, the beneficiary of compensation, and the third party affected.

Insurance Intermediary means the person engaged in the activity referred to in articles 2 para. 3 and para. 7 of law 190/2006.

Management body means the decisive and executive, with the authority of representation, collective or individual body of the insurance intermediary, entrusted with its general management, as provided by the respective legislation on commercial companies depending on the legal form of the insurance intermediary. In sole proprietorships, the role of the management body is held by the insurance intermediary himself.

Credit Institution means the one referred to in article 3 para. 1 subpara. 1 of law 4261/2014 "as 'credit institution' means the undertaking whose activity consists of accepting deposits or other repayable funds from the public and granting credits for its own account" (EU 575 article 4 subpara. 1).

Decision 89/5.4.2016 of the EXECUTIVE COMMITTEE article 2

2. SCOPE OF APPLICATION
a. to insurance intermediaries for all their activities, both in Greece and abroad.

b. to insurance intermediaries based in a Member State of the European Union and the European Economic Area (EEA), exclusively for their activities in Greece, either with establishment status or with the freedom to provide services.

c. to branches in Greece of insurance intermediaries based outside the EU/EEA.

EXCEPTIONS::
When the claim concerns the provisions of Regulation 88/5.4.2016 on behalf of an institution of article 3 para. 1 subpara. 22 of law 4261/2014.

3. PURPOSE

This policy is communicated to the company's personnel and specifically to those who have direct contact with insured persons or third parties.

• insured persons have the right to submit a relevant claim,
• sufficient information for the claimants about their rights,
• communication with the responsible person for the substantive investigation of the claim,
• maintenance of a claims register and relevant file for each claim,
• evaluation of information,
• data evaluation
• investigation - report

4. RESPONSIBILITIES - PROCEDURE

A. Submission-Receipt of Claim

Each claim is submitted to the company by fax at telephone number 211 4115540 or by registered mail at the company's address Iasonidou 16-Elliniko, or by phone at 215 5005888, or by email at info@lanova.gr.

Claims submitted to the cooperating network of insurance intermediaries must be immediately and electronically notified to the company.

For each submitted claim, a receipt confirmation will be provided stating:
The name and signature of the person responsible for receipt, the deadline for the examination of the claim.

B. Registration

There is the possibility of registering a claim at the email address info@lanova.gr maintained by the company. (Claims Submission Form)
The company maintains an electronic file-register of registration.
Registration is done on the same day and a folder is created containing:
The submission date, the personal data of the claimant, the description of the claim, the insurance branch.

C. Investigation, Evaluation, and Resolution

After the investigation and evaluation of the claim, if the claim is immediately resolvable, the claimant will be informed by the company within 3 working days. If the claim requires further investigation, the company must inform the claimant within thirty (30) days and will not exceed fifty (50) days depending on the case.

D. Archiving

Each folder must contain the necessary documents for examination, the submission date of the claim, the claimant's details, the written and reasoned response of the company, the progress of the claim, and the archiving date of the folder.

E. Provision of Information

• The company informs the claimant that the activation of the claims mechanism does not interrupt the statute of limitations of their lawful claims.
• The company informs the claimant about the principles to which they can address for the extrajudicial resolution of their claim, such as:
  • The General Secretariat for Consumer Affairs www.efpolis.gr
  • Consumer Ombudsman www.synigoroskatanaloti.gr
• The company informs, in case of exception from Regulation 89, the insurance company concerned about the claim with full details and indicates to the insured the communication process.

5. REPORTING OBLIGATION

The procedure is monitored by the management bodies. The board of directors is responsible for appointing an external collaborator to assess and control legal and/or operational risks.

Additionally, it is mentioned that submission of a claim in the form of an anonymous complaint will be recorded but not investigated.

The claimant is entitled to request copies and appeal to the competent Authorities.

The insurance intermediary provides the Bank of Greece with any kind of information or written update requested for the examination of the claims concerning them.

6. ΕFORMS

Claims Submission Form